My Care Agent (Contact Center)

About My Clinic KSA

My Clinic KSA is a leading multispecialty outpatient care provider in Saudi Arabia, established in 2017. The organization is dedicated to helping people live longer, healthier, and happier lives, driven by values of care, collaboration, ambition, and responsibility. As My Clinic KSA expands, it seeks individuals who align with its vision and values.

The My Care Agent Role

The My Care Agent (Contact Center) is responsible for providing comprehensive support to registered patients throughout their care journey. This full-time position is based in Riyadh, Saudi Arabia, and serves as a primary point of contact, ensuring seamless coordination, timely follow-up, and a positive patient experience consistent with My Care service standards. The role requires 0-1 years of experience.

Key Responsibilities

• Patient Support & Care Coordination: Serve as the primary contact for registered patients across all communication channels, including inbound and outbound calls, system-generated follow-ups, and approved digital platforms. Support patients with enrollment assistance, appointment scheduling, service booking, follow-ups, and general inquiries. Proactively follow up to confirm appointments, services, test readiness, or post-service needs according to care protocols.
• Appointment & Service Management: Accurately schedule, reschedule, and cancel appointments and services in line with clinic policies, medical guidelines, and availability. Coordinate multiple services to ensure continuity and convenience for patients. Identify potential gaps in care or missed appointments and take appropriate action to re-engage patients.
• Documentation & Systems: Document all patient interactions, requests, outcomes, and notes accurately in designated systems and tools. Ensure all data entry complies with documentation standards, data accuracy, and confidentiality requirements.
• Quality, Experience & Compliance: Deliver a compassionate, respectful, and professional patient experience that promotes trust, satisfaction, and loyalty. Handle patient concerns or complaints in line with approved escalation procedures and service recovery guidelines. Adhere to My Care service standards, call handling guidelines, and quality benchmarks. Maintain full compliance with patient confidentiality, data privacy, and organizational policies.
• Performance & Collaboration: Meet or exceed defined performance indicators related to patient engagement, service coordination, quality scores, and satisfaction metrics. Collaborate effectively with clinical teams, operations, and support functions to efficiently resolve patient needs. Support continuous improvement initiatives aimed at enhancing patient experience and care coordination processes.
• Additional Responsibilities: Perform additional tasks within the scope of the role based on operational requirements. Be flexible to support different units, teams, or workflows within the center as business needs evolve.

Required Qualifications and Skills

• 0-1 years of experience in a relevant field.
• Strong communication skills.
• Demonstrated professionalism and empathy.
• A patient-first mindset.

Work Environment

This is a full-time position located in Riyadh, Saudi Arabia, within a contact center environment. The role involves collaboration with various clinical and operational teams to ensure comprehensive patient support.

Application Process

My Clinic KSA invites qualified candidates to apply for this role to contribute to its mission of delivering high-quality outpatient care.